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Customer Success Manager at Scriptly Customer Success Manager at Scriptly in Hoffman Estates, Illinois Posted in 1 day ago.

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full-time About Scriptly Scriptly is a modern, cloud-based pharmacy management system (PMS) that helps pharmacies streamline operations, reduce costs, and improve patient care. Our all-in-one platform serves specialty pharmacies, mail-order pharmacies, multi-store operations, and emerging pharmacy businesses. We are revolutionizing pharmacy technology with intuitive workflows, powerful integrations, and a commitment to customer success. About the Role The Customer Success Manager (CSM) is responsible for building and maintaining strong relationships with Scriptly's pharmacy customers, ensuring they achieve maximum value from our platform. This role serves as the primary point of contact for assigned accounts, driving product adoption, customer satisfaction, and long-term retention. The ideal candidate is a proactive problem-solver who thrives in a fast-paced environment, has a passion for helping customers succeed, and can effectively communicate complex technical concepts to diverse audiences. You will work cross-functionally with Sales, Engineering, and Support teams to advocate for customer needs and contribute to Scriptly's growth. Key Responsibilities

• Own the customer relationship for a portfolio of pharmacy accounts, serving as their trusted advisor and primary point of contact
• Lead customer onboarding and implementation, ensuring smooth transitions and rapid time-to-value
• Conduct regular business reviews and check-ins to assess customer health, identify opportunities, and address concerns proactively
• Drive product adoption by training customers on new features and best practices for using the Scriptly platform
• Monitor customer usage metrics and health scores to identify at-risk accounts and develop retention strategies
• Collaborate with the Sales team on upsell and expansion opportunities within existing accounts
• Advocate for customer needs by gathering feedback and working with Product teams to influence the roadmap
• Develop and maintain customer success documentation, playbooks, and training materials
• Resolve escalated customer issues by coordinating with Support and Engineering teams
• Track and report on key customer success metrics including NPS, retention, and expansion revenue
• Partner with Marketing to develop customer case studies, testimonials, and referral programs Required Qualifications
• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role
• Excellent communication and presentation skills, with the ability to engage stakeholders at all levels
• Strong analytical skills with experience using data to drive decisions and identify trends
• Ability to manage multiple accounts and priorities simultaneously
• Self-motivated with excellent organizational and time-management skills
• Customer-centric mindset with a passion for helping clients succeed
• Comfort with technology and ability to quickly learn new software platforms
• Commitment to company values and ability to thrive in a collaborative team environment
• Experience working with pharmacy, healthcare, or health-tech clients preferred
• Pass a background check prior to hire
• Knowledge of pharmacy operations and workflows Nice to Have
• Experience in the pharmacy, healthcare, or health-tech industry
• Familiarity with pharmacy systems or healthcare compliance requirements (HIPAA)
• Proficiency with project management tools such as Jira, Asana, Monday.com, or similar platforms What We Offer
• Competitive salary and benefits package
• Flexible remote/hybrid work environment
• Opportunity to make a direct impact in a fast-growing health-tech company
• Collaborative, supportive team culture